In a medical emergency, the words you choose can make a real difference in how fast help arrives and how safe the person feels. Whether you’re calling 911, talking to someone having a seizure, or trying to calm a person in crisis, there are specific phrases and approaches that work. Here’s what to say and how to say it across the most common emergency scenarios.
What to Tell a 911 Dispatcher
When you call 911, the dispatcher will walk you through a set of questions, but you’ll get help faster if you lead with the essentials in this order: your location, your phone number, your name, and what’s happening. Location comes first because it’s the single most important piece of information. If the call drops, responders can still find you.
If you’re somewhere without a street address, like a hiking trail or a park, use landmarks: “I’m about half a mile past the visitor center on the south loop trail” is far more useful than “I’m in the woods.” Some trail maps now include U.S. National Grid coordinates printed at markers along the route. If you see one, reading those numbers to the dispatcher gives responders a precise location.
Describe the situation in plain, specific terms. Instead of “something’s wrong with my friend,” say “my friend collapsed and isn’t responding” or “a man is having trouble breathing and his lips are turning blue.” The dispatcher may give you instructions while help is on the way. Stay on the line until they tell you it’s okay to hang up.
How to Keep Someone Calm
A person in a medical emergency is often scared, confused, or both. What you say in those moments shapes whether their panic escalates or levels off. The core approach is simple: share concrete, factual information in short sentences, and validate what they’re feeling without making promises you can’t keep.
Good phrases to use:
- “Help is on the way.” This is the single most reassuring thing you can say, as long as you’ve actually called for help.
- “I’m going to stay right here with you.” Fear of being alone amplifies every other fear.
- “You’re doing great.” Acknowledging someone’s strength helps them hold on to it.
- “Can you take a slow breath with me?” Asking permission, rather than commanding, gives them a small sense of control.
Avoid saying “you’re fine” or “everything’s okay” when it clearly isn’t. False reassurance breaks trust quickly. Instead, stick to what’s true: “The ambulance is about five minutes away” or “I can see you’re in pain, and I’m not going to leave.” If the person is spiraling into panic, you can try a grounding technique: ask them to name five things they can see around them, or five sounds they can hear. This redirects their attention away from the crisis and back into their immediate surroundings.
What to Say During a Seizure
During an active seizure, the person can’t hear or process what you’re saying. Your words at this point are for bystanders, not the patient. Tell people nearby: “They’re having a seizure. Give them space. Don’t hold them down and don’t put anything in their mouth.” Both of those instincts are common, and both can cause injury.
Time the seizure on your phone. If it lasts more than five minutes, call 911. Check whether the person is wearing a medical bracelet, which may list conditions, medications, or emergency contacts.
After the seizure ends, your words matter most. The person will likely be confused, disoriented, and possibly embarrassed. Speak calmly and quietly: “You had a seizure. You’re safe. I’m here with you.” Help them sit somewhere comfortable and explain what happened in simple terms. Don’t offer food or water until they’re fully alert, as they could choke. Ask if you can call someone to help them get home.
Recognizing and Responding to a Stroke
If you suspect someone is having a stroke, you need to confirm it fast and call 911 immediately. Use three quick verbal checks:
- Face: “Can you smile for me?” Look for one side of the face drooping.
- Arms: “Can you raise both arms?” Watch for one arm drifting downward.
- Speech: “Can you repeat this sentence?” Listen for slurred or garbled words.
If any of these are off, call 911 and say: “I think this person is having a stroke.” Tell the dispatcher which signs you observed and, if you noticed, the time symptoms started. That timestamp matters because it affects which treatments are available at the hospital. While waiting, keep the person comfortable and reassure them that help is coming. Don’t give them anything to eat or drink.
Talking to Someone During an Overdose
If you suspect an opioid overdose, the person may be unresponsive, breathing very slowly, or not breathing at all. Start by calling their name loudly and rubbing your knuckles on their breastbone. If they don’t respond, call 911 and say: “I think someone is overdosing. They’re not responding.”
If you have naloxone (Narcan) and administer it, be ready for what comes next. Naloxone reverses the overdose, but it also triggers withdrawal, which feels terrible. The person may wake up agitated, confused, or even combative. Stay calm and explain what happened: “You weren’t breathing. I gave you naloxone. An ambulance is coming.” That context helps them understand why they feel so awful and why they need to stay put, since the overdose can return as the naloxone wears off.
De-escalating a Mental Health Crisis
When someone is in acute psychological distress, whether they’re panicking, acting aggressively, or expressing thoughts of self-harm, the way you speak is as important as what you say. Your tone, pace, and body language all communicate safety before your words do.
Start by introducing yourself if the person doesn’t know you. Tell them your name and why you’re there: “My name is Sarah. I want to make sure you’re safe.” This sounds basic, but it reframes you as an ally rather than a threat. If the person is pacing or agitated, you can gently say: “I really want to understand what’s going on. Could you sit with me so I can focus on what you’re telling me?” This gives a reason for the request rather than just issuing a command.
If someone is expressing anger at how they’ve been treated, you don’t have to agree with every detail. Agree with the principle instead: “I believe everyone deserves to be treated with respect.” This validates their emotion without requiring you to take sides on facts you don’t know. If someone is frightened and repeating phrases like “don’t hurt me,” match their pace: “You’re safe here. You’re safe here.” Repetition at their rhythm signals that you’re listening, not just waiting for them to stop talking.
Offer realistic hope. If someone says “I want to get out of here,” respond with “I want that for you too. How can we work together to make that happen?” This shifts the dynamic from confrontation to collaboration. Avoid jargon, avoid judging their reactions, and never tell someone to “calm down,” which almost universally has the opposite effect.
Asking Before You Help
Before you physically assist someone in an emergency, you should ask for their consent if they’re conscious and able to respond. A simple “I know first aid. Can I help you?” is enough. This isn’t just courtesy. Good Samaritan laws, which exist in every U.S. state to protect people who voluntarily help during emergencies, generally require that the person consented to your assistance. If someone is unconscious or unable to respond, consent is implied, and you can act immediately.
If the person refuses help, respect that, but stay nearby if you can. You can still call 911 on their behalf. Tell the dispatcher: “Someone here appears to need medical help but has declined my assistance. I’m staying in the area.”